•    Question 1


The United States has experienced three waves of outsourcing. Which of the following is not
one of the waves?

•    Question 2


In the value chain model for a hospital, patients, drugs and staff would be considered

•    Question 3


From the pre- and post-service view, free-estimates and informational sales videos would be considered

•    Question 4


____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality.

•    Question 5


In examining issues to consider when making offshore decisions, which is the least important?

•    Question 6


For a restaurant, order-taking, bill payment and home delivery would be considered

•    Question 7


Deadlines may not be "exact" but interpreted as "within the next few days" is an example of

•    Question 8


Regarding offshore candidates for service and information work activity, which of the following is not
low risk?

•    Question 9


____ Integration refers to acquiring capabilities at the front of the supply chain, whereas ____ integration refers to acquiring capabilities toward the back end of the supply chain.

•    Question 10


Which one of the following statements is TRUE?

•    Question 11


Which one of the following statements is TRUE?

•    Question 12


Which one of the following best represents a pure service?

•    Question 13


Which of the following is not
true regarding the differences between goods and services?

•    Question 14


A support process could be all of the following except

•    Question 15


Support processes would typically include all but which of the following:

•    Question 16


Which one of the following statements is FALSE?

•    Question 17


Which of the following is not true regarding the differences between goods and services?

•    Question 18


A golf simulator in a retail sports store is an example of

•    Question 19


Which of the following is not a key activity of an operations manager?

•    Question 20


Computer software would be an example of a

•    Question 1


The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?

•    Question 2


Value chain measures would generally be less valuable to

•    Question 3


When Bill Gates stated that "Microsoft is always two years away from failure," he was emphasizing the importance of

•    Question 4


Which of the following would not
be a typical organizational-level performance measure?

•    Question 5


In choosing performance measures, an organization might consider all of the following criteria except

•    Question 6


Regarding the service-profit chain model, which of the following is not viewed as internal performance?

•    Question 7


At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?

•    Question 8


Which of the following would be a typical operational-level quality measure?

•    Question 9


Productivity measures provide a means to

•    Question 10


Quality of production output increases as employee turnover decreases and lost-time accidents decrease with increased training. These are examples of

•    Question 11


In regard to ways customers evaluate services compared to their evaluation of goods, which of the following is not true?

•    Question 12


With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as

•    Question 13


Goods and service features that customers have not thought of or can articulate are called

•    Question 14


Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is

•    Question 15


Which one of the following statements in the Lawn Care Company (LCC) case study is TRUE?

•    Question 16


Regarding quality, which statement is not true?

•    Question 17


With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in

•    Question 18


Which one of the following statements is TRUE with respect to McDonald's operations and strategy?

•    Question 19


Using the Four Key Decision Loops in Professor Terry Hill's Generic Strategy Framework, which statement is TRUE?

•    Question 20


In time sequence, which of the following needs to be accomplished first?